Apps in the Customer Journey

Apps in the customer jowiney 7 DO'S & DON'TS A SURVEY SENT TO 15.000 SMARTPHONE/TABLET USERS IN THE US AND EUROPE 95% OF ALL CUSTOMERS USE APPS DURING AT LEAST ONE PHASE OF THEIR CUSTOMER JOURNEY CUSTOMERS DO WANT CUSTOMERS DON'T WANT Awareness 79% 46% 84% 62% SHARE LOCATION GNE EMAIL ADDRESS UNWANTEDADS GIVE FACEBOOK ID Consideration 51% 53% IN-STORE DISCOUNTS PUSH NOTIFICATIONS Intent 58% 53% APPS FOR WISHLISTS DISCOUNT INFORMATION Purchase 83% 44% PICK-UP INFO TEXT ALERTS ONLY PURCHASEVIA APP Support 79% ABANDON TRADITIONAL SERVICE HOTLINES SUPPORT SERVICES VIA APP Loyalty 49% 49% COUPONS PUSH NOTIFICATIONS BASED ON PREVIOUS PURCHASES Advocacy 34% 34% RECOMMEND YOUR BRAND RECOMMEND YOUR BRAND the CONCLUSIONS ADJUST YOUR TARGETING BOOSTS APP TO THE CONVERSION WITH CUSTOMER 250% AND BOTTOM-LINE RESULTS BALANCE PUSH JOURNEY USE MESSAGING IN COMMERCIAL WITH 20-30% EVERY PHASE MESSAGES ONLY FOR ENGAGED CUSTOMERS HOW? www.blueconic.com Customer-driven 0nline Engagement Sources: Google, the new multiscreen world (2012) Triantou, Mobile applications analysis of Online Customer Engagement (2013) This graphic represents a subtract of a survey sent to over 15.000 smartphone/tablet users in the US and Europe, executed by the University of Utrecht, and commissioned by GX Software. If you want to read the full research report, you can download it here: DOWNLOAD FULL REPORT Or go to: www.gxsoftware.com/research-apps SOFTWARE